Refund Policy
Overview
At NORD, we are committed to delivering high-quality fragrances designed to meet your expectations for convenience, sustainability, and exceptional scents. However, we understand that sometimes a product may not align perfectly with your preferences, and we want to make the return process as seamless as possible.
That’s why we offer a 14-day trial policy—giving you the flexibility to experience NORD at home. If it’s not a perfect match, you can return your order hassle-free, even if you’ve already tried it.
1. Eligibility for Returns
1.1 Customers may return products within 14 days of receiving their order.
1.2 To be eligible for a refund, the product must be returned in its original condition, including any packaging.
1.3 Items that are damaged due to misuse or neglect are not eligible for a refund.
2. Return Shipping
2.2 In the event that your package arrives damaged, defective, or contains the wrong color/size, we will cover the return shipping costs. Customers must contact support within 48 hours of receiving the product to report the matter.
3. Return Process
3.1 Notify NORD:
Before returning your item, contact our customer service team at hello@nord.club to inform us of your intention to return the product. Please include your order number and reason for return.
3.2 Ship the Product:
Customers must ship the product using a carrier of their choice. For a safe and insured return, the shipment must include tracking, and the tracking number must be shared with NORD. This must be emailed to hello@nord.club for verification purposes. If this request is not met and the return shipment does not arrive at NORD, unfortunately, we cannot take any action in this situation.
3.3 Return Address:
Products should be shipped to the following address: Westerstraat 42, 3016 DH Rotterdam, The Netherlands.
4. Refund Details
4.2 Original shipping costs are non-refundable, except in cases where the product was damaged or defective upon delivery.
4.3 Customers are responsible for covering the costs of return shipping unless otherwise agreed upon with NORD.
5. Exchanges
6. Exceptions
6.1 Items that show signs of excessive wear or damage beyond normal use.
6.2 Returns initiated after the 14-day period has expired.
6.3 Customized or personalized items.
7. Damaged or Defective Products
7.2 Provide detailed evidence, such as photos or videos, of the damage or defect.
7.3 In such cases, NORD will cover the return shipping costs and offer a replacement or refund.
8. Cancellation Policy
8.1 Orders may be canceled within 12 hours of purchase. Please contact our customer service team at hello@nord.club to request the cancellation of your order. However, if your order has already entered the processing stage, cancellation will no longer be possible.
9. Changes to This Refund Policy
We reserve the right to update this Refund Policy at any time. Significant changes will be notified to you via email or a prominent notice on our website. The "Effective Date" at the bottom of this page will indicate the latest version.
10. Contact Information
For further questions or assistance, please contact us at:
NORD Customer Service
Email: hello@nord.club
Registered Address: Westerstraat 42, 3016 DH Rotterdam, The Netherlands.
Thank you for choosing NORD. We appreciate your trust and are committed to ensuring a seamless shopping experience.
Effective Date: November 12, 2024.